Versa heart rate sensor isn't working

[Lorena71]

The lights on the back don't turn on, my sleep pattern hasn't been tracking since Friday, I reset my Fitbit, factory reset it, & it still won't work.

Moderator edit: subject for clarity

[SunsetRunner]

Contact Customer Support.

[AlejandraFitbit]

A warm welcome to the Community @Lorena71 and @SunsetRunner thanks for stopping by.

I appreciate all efforts in trying to fix the sensor issue you are experiencing and would like to know if you followed our friend's recommendation and contacted our support team? Have they offer a solution for this?

Hope to hear from you soon. 

[Lorena71]

Hi, yes I talked to a representative, he emailed me, I took a video of my versa not tracking my heartbeat, took a video of factory reset, & now waiting to hear back what my next step is. Thank you

[AlejandraFitbit]

Thanks for the information @Lorena71, it's great to hear that you have already contacted our support team and are working in a solution. If there is anything else we can do for you, let us know.

Keep the stepping up. 

[kaufmansusan196]

Mine isnt either.  I chatted yesterday with support. We turned off monitor, shutdown, restarted, syncd, turned on monitor, light came on. Now not working again, and registering 70 BPM even when not wearing it.

[Lorena71 · Accepted solution]

I sent them a video of my heartrate not working. Also of me factory resetting it. Waiting for a response

[kaufmansusan196]

Hi have now factory reset the device while on the phone with support, now the heart rate monitor isn't registering at all.  I am calling support back.

[Lorena71]

Let me know what they tell you. Like I said in earlier post, I'm waiting to hear back. The versa was given to me as a gift for Mother's Day, so that may be the holdup? 

[kaufmansusan196]

So, I chatted yesterday, and called this morning.  We factory reset it, and it wasn't working.  They had transcripts of chat and phone call when I called back the third time a little while ago.  They sent me a shipping label, I am returning the tracker and they are going to replace it.  

[Lorena71]

Same! Mine was still covered under warranty!

[kaufmansusan196]

YEA!!!!!

[Lorena71]

So glad they resolved it!